Order cancellations must be made via E-mail to firstname.lastname@example.org, quoting your order number, till 1pm in the following day from your order day. If however your order has already been shipped, you will need to return the order to us.
Return or Exchange an Item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition with the delivery note(invoice) clearly stating the situation of return up to 14 working days after day of delivery. We will issue a refund on your Urbanroots Account, or exchange the item for a different size / colour if preferred. Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety. If you fail to take reasonable care of the goods before they are returned to us, and this result in damage or deterioration, we will charge you for the reduction in value.
Items bought in a sale or at a discounted price can only bereturned within 7 DAYS.
The item is your responsibility until it reaches us.
For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The parcel can take up to 14 working days to be returned to us, unless sent via special delivery.
Please do not post anything to us outside the 7 or 14 day period as we cannot refund the item. We are also unable to send it back so please check very carefully the dispatch date.
*Please complete the returns form and include your delivery note inside the parcel to:
84/1, Basement, Malviya Nagar, New Delhi - 110017
*Note: when trying on items of clothing, please ensure that you are not wearing perfume or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
Cooling Off Period
Under the India Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund on your Urbanrootsaccount however you will need to return the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected on their return.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
If the item you received is faulty, please contact email@example.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
I Received The Wrong Item
If the item you received is not what you originally ordered, please contact firstname.lastname@example.org quoting your order number, your name and address, details of the product. We will deal with the matter in accordance with your legal rights.
Once your goods have been accepted your exchange or refund will be completed within 14 working days. Unless we have sent you incorrect, damaged or faulty goods we regret the cost of postage and packaging cannot be refunded to you.
Any vouchers have their own condition, please do check and use them before expiry date. All vouchers can only be used once and will not be credited when items are returned unless they are faulty. If you return part of purchase and want to get a refund for that, we will consider that the amount of discount you got is from delivery charge.
International Orders - Returns and Cancellations
Due to the longer delivery time in returning International orders, overseas customers must email email@example.com before they return any items, informing us of the reasons for return so that this can be logged.
It is very important that the package is clearly marked "RETURNED GOODS" on the customs form/shipping paperwork to avoid additional import charges and delays. If such charges are incurred when the item is returned, this will be deducted from the refund.
If you still need help and have not found the information you are looking for, please click here for our FAQ page before contacting us.